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Saphila 2017 – Britehouse
Business Transformation through convergence
of the SAP CCoE and Solution Manager 7.2.
SAP Solution Manager 7.2 Release schedule
Solution
Manager
7.2
Solution
Manager
7.1
H2/2015 H1/2016 End 2017
Ramp-up Goto release
Need for repositioning of IT
Increased compliance requirements
• Global / Local
• Statutory & Regulatory reporting
• IFRS, FSA, SEC…
More complicated resource strategy
• Outsourcing and off-shoring
• Talent management
• Workforce optimisation
Increased focus on standardisation
• Reduced costs of and easier support
• Improved data and process quality
• Improved flexibility
Dynamic, responsive supply chain needs
Drives new business functionality for:
•Inventory optimisation
•Global supply chain
More complicated and visible data challenges
•Harmonisation and conversion
•Sustainability
“Total care”
Transformation
Hybrid support model
IT and business strategy
Lean / mean
Start small GrowTotal cost of ownership
Leap change
IT / business convergence
Central support to all geographies
Integrity and single point of truth
Stabilise run optimise
Value propositionSeamless transition from Project to Support
Pe
rfo
rma
nc
e
Time
Go liveStreamline your process
Inter-process efficiencies
Maximum integration and
real time information
Current performance level
Expected performance level per business case
Continuous
improvement
process
Stabilisation
Horror stories
SAP Solution Manager 7.2 Process management
Today, customers are challenged with synchronising business models with IT solution documentation across build and run
SAP Solution manager 7.2 comes with a dramatically
improved solution documentation capability
Integrated graphical BPMN process editor
SAP Solution Manager solution documentation
• Web-based documentation experience
• Integrated BPMN process editor
• Multi-level hierarchies (more than three)
• Processes assembled from re-use libraries
• Processes are validated and optimised continuously based on real usage
Integrated process experience
• Requirements management
• IT project and portfolio management integration
• Change and request management integration
• Test management integration
• Business process monitoring integration
ConvergenceTransformation of your business through : Tools, People & Governance
Tools People
Governance
The goal of a CCoE is through Sol Man / IT and business operations
To Provide a single source technology
platform to manage Projects and AMO
Solution Manager and other tools
capabilities include
• Incident / change / testing management
• Monitoring /job scheduling
• Custom code / data consistency…
People management includes
• Organisational structure /
communication
• Resource strategy
• Talent management / skills
• Knowledge / experience
Governance touches
• Processes ( Functional, Gov and Sol Man )
• Roles & responsibilities
• Communication / committee
• IT policies
Customer Centre of Expertise (CCoE) Concepts and growth
SAP Centers of Expertise are reactive to any business need, waiting for unsolicited help desk tickets or business input
Competency Centers react to requirements
SAP Centers of Excellence on the other hand are proactive & try to find ways to apply technology & resources to value propositions & competitive pressures ongoing
Centers of Excellence actively look for value opportunities
The Operations Control Centre (OCC) is SAP’s recommended methodology for efficient SAP operations
The methodology is also called “Run SAP like a Factory”
Doing things right
Maximize TCO and ROI – How ?Business transformation with IT as an enabler
Sol Man Methodology
Processes
Tools
Organisation
RUN SAP ( AMO )
Increase efficiency and lower cost through Sol Man OCC
AMS RunSAP ‘Like a Factory’ delivery model & stand. of services
Automation, alerting, monitoring, incident, dashboards
Collaboration with LOBs and customers
BUILD SAP ( Projects )
Increase project agility through Sol Man focused build
Standard project delivery with Sol Man 7.2
Process modelling, build, automate, test and deploy
Collaboration requirement to deploy and release
Optimise
business
value
TCO
• Smooth and
optimum
delivery
• Transition
between
projects &
AMO
• Enabler for
business
value
Realised business
value
SAP Project OCC AMS
CCoE
AMS
Projects
SAP Project & AMO Convergence with CCoE Framework as an enabler
Customer Centre of Expertise (CCoE) – Capability Framework
People are required with the right set of skills to ensure strategy execution, governance, process design and maintenance inclusive of tools operation and administration
SAP Solution Manager ( Technical, business process and end user monitoring, ITSM (Helpdesk),CHaRM, testing to be embedded within business )
Processes for the management of the CCoE, releases, business processes, support, testing, rollouts , incident & change management need to be defined to support the strategy and utilise the Solution Manager tools
The organisation supporting the strategy & the underlying processes and tools needs to be put in place – Clear governance rules & processes need to be defined – Central licence mgmt. ownership & procurement
Strategy for management and governing of the CCoE it’s rollouts, operations / future expansion to other business units and support needs to be defined
Ensure alignment between the different areas to make sure that they are working together and the individual layers support each other
Effective Efficient
SAP operations control centre charter
Foundation Phase 1 Phase 1 extensions Phase 2 Phase 3
OCCQ-G
ate
s
OCC charterapproved
Extend governance to include
business support
Virtual team with R&R / roster
Day to day maintenance &
processes
OCC area / screens in place
Implement communication
plan
Prod foundations &
EWAJob monitoring (without CSP) for critical jobs
Prod Solman ready based on
sizing
Interactive reporting & dashboards
(as-is) Technical monitoring cross technologies –
SAP & non-SAP Solman shelf monitoring
Role & authorisation
concept
Monitoring infrastructure
ready
Maintenance optimiser
Configuration of managed systems
Dev & QA initial technical
monitoring
Webmethods data provider
Interface monitoring for
critical interfaces
Exception management
cockpitConfiguration
validation / compliance
supportIT infrastructure
monitoring
EEM
DVM
BPOps
BPOps selected KPIs
Business Process Operations
Application Operations
OCC Governance
CCoE value propositionPillars of achievement
Workforce and skills
Strategy
Governance and organisation
Processes
Tools and standards
Customer
Centre of Expertise
Per
form
an
ce
mea
sure
men
t
Cen
tra
lisa
tio
n
Pro
cess
st
an
da
rdis
ati
on
Eff
ecti
ve
op
era
tio
ns
Cu
sto
mer
sa
tisf
act
ion
Overall value drivers & objectives for CCoE / OCC through RSLF Reduce costs & risk while improving service to the business
L1 Enterprise
Service Desk
L2 Key
Resources
End User
Enablement
Avoidance &
automated resolution
L1.5 SAP Centric
User Support
“Usual”
“Optimised”“Shift Left” - Move clearance closer to source
INCREASING COST PER TICKET - INCREASING TIME - DECREASING CUSTOMER SATISFACTION
Re
du
ce
n
um
be
r
of
Incid
en
ts
Fre
ere
so
urc
es
to
ad
d b
us
ine
ss
va
lue
Reduce number of events & accelerate clearance when they do arise
Maximise cost efficiency & productivity of costly IT resources
Measured, tangible continuous improvement of IT & business processes
IT
Business
Global business process champion End user
Key user
Program Management Office (PMO)Regional business
process champion
SAP CCoE organisation responsibilities objective
Responsible to run SAP solutions, manage issues, provide skill sets & services to implement projects & maintain SAP
Realise value of the current and future SAP investments and control TCO
A well-defined CCoE incorporates Plan, Build and Run activities
Exception Handling
Data Integrity Incident management
Relationship management
Strategy
Solution documentation
Transition management
Service level management
Change request management
Test management
Root cause analysis
Business process and interface monitoring
Data volume management
Job scheduling management
Transactional consistency Custom code management
System administration
System monitoring
Application management
Custom development
Business Process Optimisation
SAP Technical Operations
IT infrastructure
Key CoE related rolesBusiness
Business domain owner
Business process owner
Business process expert / champion
PMO manager
PMO analyst
Portfolio manager
Program manager
Project manager
Demand / supply manager
Key / super user
Roles do not map to job positions and can be combined as necessary
IT
Business
Global business process champion End user
Key user
Program Management Office (PMO)Regional business
process champion
Application management
Custom development
Business Process Optimisation
SAP Technical Operations
IT infrastructure
Business process analyst
Business process architect
Enterprise data steward
Key CoE related rolesPlan roles
COE lead
Resource manager
Financial manager
Supplier relationship manager
Strategy manager
Business relationship manager
Domain architect
Enterprise architect
Chief architect
Release manager
Business process manager
IT
Business
Global business process champion End user
Key user
Program Management Office (PMO)Regional business
process champion
Application management
Custom development
Business Process Optimisation
SAP Technical Operations
IT infrastructure
Key CoE related rolesBuild roles
Solutions designer
Solutions developer
Interface / integration expert
Service provider
Test manager
Tester
Operational acceptance manager
Transition manager
Training manager
OCM manager
Knowledge manager
Technology expert
Compliance / security expert
IT
Business
Global business process champion End user
Key user
Program Management Office (PMO)Regional business
process champion
Application management
Custom development
Business Process Optimisation
SAP Technical Operations
IT infrastructure
Master data expert
Business process expert (IT)
BI management expert
Key CoE related rolesRun roles
Service owner
Service desk agent
Incident manager
Problem manager
SLA management analyst
Business application management expert
Change manager
Change owner
Availability manager
Database administrator
Capacity manager
Network manager
Configuration manager
IT
Business
Global business process champion End user
Key user
Program Management Office (PMO)Regional business
process champion
Application management
Custom development
Business Process Optimisation
SAP Technical Operations
IT infrastructure
Security manager
Basis manager
Basis administrator
End users (Level 0)
1st Line support
2nd Line support
3rd Line support
CCoE / OCC – ITIL support levels
Support provided by
super users
Support provided by
service desk
Support provided by
functional consultant
Support provided by
technical consultant
Support provided by
functional specialist
Support provided by
technical specialist
Support provided by
external support /
vendor
Service control
Service manager
Service desk agent
Service desk agent
Service desk agent
Incident manager
Problem manager
Service management
Service level manager
CCoE / OCC operating modelITIL process lifecycle
Level 0 support Level 1 support Level 2/3 support
Strategy and planning
Service, design, development and
transition
Service delivery and operations –
business
Steering committee Service operations and support –
internal
Service operations and support –
external
Continuous service improvement
Super users
Business process owners
CSI manager
Innovation manager
Strategy manager
Financial manager
Demand/supply manager
Program/project manager
Release manager
Test manager
Change manager
Change advisory board
Business services appl specialists
Finance support
Sales support
Procurement support
Inventory support
Manufacturing support
SAP infrastructure specialist
Basis support
Solution manager support
Development support
Network support
Business services appl specialists
Finance support
Sales support
Procurement support
Inventory support
Manufacturing support
SAP infrastructure specialist
Basis support
Solution manager support
Development support
Network support
Governance Boards
IT Executive Board• Defines the strategic direction for IT / SAP CCoE
• Alignment & business strategy
• Acts as highest approval instance for IT / SAP CCoÈ
CCoE Steering Board• Central point of truth for all SAP focused IT demand
• Builds the interface between business requirements and CCoE service delivery
Risk, Security &
Compliance Board• Sets standards for legal and risk related topics
• Provides IT security guidelines
Methods & Standards
Board• Develops, promotes, guides and enforces use of standards and patterns
(quality assurance / design standards)
Change Advisory Board• Approves operational change requests on SAP landscape
• Gives support to change manager regarding change impact analysis
Business / CCoE WG• Align on a regular basis on operational issues and business process alignment
• It forms several sub working groups e.g. to discuss processes and interfaces
CCoE Internal WG• Align on a regular basis on CCoE internal issues and topics and general IT topics
• It forms several sub working groups e.g. to discuss between technical, functional support
and service desk or IT architecture / infrastructure
Strategic
Tactical
Operational
CCoE Assessment Methodology and approach
Project organisation& planning
Discover customer’s SAP
IT support organisation
Elaboration & documentation
Presentation& handover
• Meeting with management sponsor
• Clarify project objective
• Set up project plan and workshops
• Kick-off meeting
• Initial knowledge transfer
• Define required documentation and prepare documentation
• Methodology: workshops, interviews & document study
- Study information provided by customer (e.g. docs)
- Interviews and questionnaire bY experts based on SAP best practices and consultants’ experiences
- Define business challenges etc.
• Consolidation of findings
• Issue prioritisation
• Elaboration of SAP best practices / recommendations
• High-level action plan
• Management summary (ppt.)
• Final presentation to customer
• Management. Handover of documents
• SAP Capability Framework utilised
- CCoE Strategy
- CCoE Governance
- CCoE Processes & Functions
- CCoE Tools & Standards
- CCoE Organization & Workforce
1 week 2 weeks
Number of end users
• IT strategy doc
•Business strategy doc
•Current service catalogue
CCoE capability framework components
CCoE end-state
Assessment Strategy Organisational structureOender Mete
Dir JSAP IT
Business Process Owners
Manager
NameFinance Business Process Owner
NameHR Business
Process Owner
NameDMS Manager
NameSupply Chain
Business Process Owner
NameSales Business Process Owner
NamePlanning Business
Process Owner
NameSnr DMS Consultant
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr APO Planner
NameSnr SPP Planner
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr Business Analyst
NameJnr Business Analyst
NameFinance Super
User Lead
NameFinance Super User
NameFinance Super User
NameFinance Super User
Super Users Manager
NameHCM Super User
Lead
NameHCM Super User
NameHCM Super User
NameHCM Super User
NameSupply Chain
Super User Lead
NameSupply Chain Super
UserName
Supply Chain Super User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSales Super User
NameSales Super User
NameSales Super User
NameCRM Super User
Lead
NameCRM Super User
NameCRM Super User
NameProcess Architect
Service Strategy & PlanningService Design
& DevelopmentService Transition Service Delivery & Operations CCoE
Strategy and Planning Lead?
Enterprise Architect
Strategy Manager
Financial Manager
Demand/Supply Manager
Service Portfolio Manager
PMO Manager
Func/Tech/Buss Virtual Team
CRN s & Projects on Requirement
NameSAP Functional
Specialists
NameBusiness Analyst
Release Manager
Test Manager
Training Manager
Service Catalogue Manager
Information Security Manager
Compliance Manager
NameProcess Owner
Innovator
Continuous Service Improvement Excellence
Service Delivery & Operations Buss
Program/Project Management
Service Design, Development and Transition Lead?
IT Steering Group (ISG)
Service Design Manager
NameTechnical Analyst
NameDeveloper
Change Advisory Board (CAB)
NameSales Super User
Lead
Note: This must be extended to all Functional
areas Phase 2
NameJnr Business Analyst
NameSnr Business Analyst
Note: This must be extended to all Functional
areas Phase 2
Name Outsource Enabling Manager
Name
Finance/Treasury/Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Outsource Application
Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Name Continuous
Service Improvement (CSI) Manager
Business Relationship
Manager
NameBusiness Relationship
Manager ALJACS
Name
NameBusiness Relationship
Manager ALJID
NameBusiness Relationship
Manager ALJLR
Help Desk Service Operations Support
Internal Lev 1
NameSAP Service
ManagerName
Service Desk Agent
NameService Desk Agent
NameService Desk Agent
NameService Desk Agent
NameAvailability Manager
NameCapacity Manager
NameService Level
Manager
Service Control
Service Management
NameIncident
Management
NameProblem
Management
SecondaryService Operations & Support
NameAsset Manager
NameService Continuity
Manager
NameConfiguration Management
NameChange
Management
Name SAP Infrastructure
Manager
NameBasis Lead (DBA)
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSAP Integration
Manager
NameIntegration Coordinator
NameIntegration Coordinator
NameSAP Landscape
Manager
NameSAP Capacity
ConsultantName
SAP Landscape Consultant
NameSystem
Performance Monitoring
NameSnr SP Consultant
NameSnr SP Consultant
NameNetwork Manager
NameNetwork Consultant
NameNetwork Consultant
OCM Manager
Service Operations & Support Internal Changes and Projects
Lev 3
Service Operations & Support Internal
Lev 0
Service Operations & Support Outsource Lev 2
NameKnowledge Manager
NameSAP Contract and
Licensing Manager
NameHR Manager
NameQuality/
Assurance Management
NameSourcing/Vendor/
Relationship Manager
NameRisk Manager
Legend
NameFinance Business Process Owner
Red outline = Phase 1 Roles
Color Fill = Combined Roles
No Color Fill = Individual Roles
*
*
No Red Outline/Color Fill = Phase 2 Roles
Access Manager
Innovation Manager
TowardsExcellence
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameDMS Manager
NameSnr DMS Consultant
Name Enabling Services
Application Manager
NameFinance/Treasury/
Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Business Services
Application Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Data Manager
Governance Tools and standards Processes
CCoE end-state
Assessment Strategy
CCoE capability framework components
Assessment Strategy Organisational structureOender Mete
Dir JSAP IT
Business Process Owners
Manager
NameFinance Business Process Owner
NameHR Business
Process Owner
NameDMS Manager
NameSupply Chain
Business Process Owner
NameSales Business Process Owner
NamePlanning Business
Process Owner
NameSnr DMS Consultant
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr APO Planner
NameSnr SPP Planner
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr Business Analyst
NameJnr Business Analyst
NameFinance Super
User Lead
NameFinance Super User
NameFinance Super User
NameFinance Super User
Super Users Manager
NameHCM Super User
Lead
NameHCM Super User
NameHCM Super User
NameHCM Super User
NameSupply Chain
Super User Lead
NameSupply Chain Super
UserName
Supply Chain Super User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSales Super User
NameSales Super User
NameSales Super User
NameCRM Super User
Lead
NameCRM Super User
NameCRM Super User
NameProcess Architect
Service Strategy & PlanningService Design
& DevelopmentService Transition Service Delivery & Operations CCoE
Strategy and Planning Lead?
Enterprise Architect
Strategy Manager
Financial Manager
Demand/Supply Manager
Service Portfolio Manager
PMO Manager
Func/Tech/Buss Virtual Team
CRN s & Projects on Requirement
NameSAP Functional
Specialists
NameBusiness Analyst
Release Manager
Test Manager
Training Manager
Service Catalogue Manager
Information Security Manager
Compliance Manager
NameProcess Owner
Innovator
Continuous Service Improvement Excellence
Service Delivery & Operations Buss
Program/Project Management
Service Design, Development and Transition Lead?
IT Steering Group (ISG)
Service Design Manager
NameTechnical Analyst
NameDeveloper
Change Advisory Board (CAB)
NameSales Super User
Lead
Note: This must be extended to all Functional
areas Phase 2
NameJnr Business Analyst
NameSnr Business Analyst
Note: This must be extended to all Functional
areas Phase 2
Name Outsource Enabling Manager
Name
Finance/Treasury/Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Outsource Application
Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Name Continuous
Service Improvement (CSI) Manager
Business Relationship
Manager
NameBusiness Relationship
Manager ALJACS
Name
NameBusiness Relationship
Manager ALJID
NameBusiness Relationship
Manager ALJLR
Help Desk Service Operations Support
Internal Lev 1
NameSAP Service
ManagerName
Service Desk Agent
NameService Desk Agent
NameService Desk Agent
NameService Desk Agent
NameAvailability Manager
NameCapacity Manager
NameService Level
Manager
Service Control
Service Management
NameIncident
Management
NameProblem
Management
SecondaryService Operations & Support
NameAsset Manager
NameService Continuity
Manager
NameConfiguration Management
NameChange
Management
Name SAP Infrastructure
Manager
NameBasis Lead (DBA)
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSAP Integration
Manager
NameIntegration Coordinator
NameIntegration Coordinator
NameSAP Landscape
Manager
NameSAP Capacity
ConsultantName
SAP Landscape Consultant
NameSystem
Performance Monitoring
NameSnr SP Consultant
NameSnr SP Consultant
NameNetwork Manager
NameNetwork Consultant
NameNetwork Consultant
OCM Manager
Service Operations & Support Internal Changes and Projects
Lev 3
Service Operations & Support Internal
Lev 0
Service Operations & Support Outsource Lev 2
NameKnowledge Manager
NameSAP Contract and
Licensing Manager
NameHR Manager
NameQuality/
Assurance Management
NameSourcing/Vendor/
Relationship Manager
NameRisk Manager
Legend
NameFinance Business Process Owner
Red outline = Phase 1 Roles
Color Fill = Combined Roles
No Color Fill = Individual Roles
*
*
No Red Outline/Color Fill = Phase 2 Roles
Access Manager
Innovation Manager
TowardsExcellence
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameDMS Manager
NameSnr DMS Consultant
Name Enabling Services
Application Manager
NameFinance/Treasury/
Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Business Services
Application Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Data Manager
Governance Tools and standards Processes
CCoE end-stateCCoE end-stateCCoE end-state
12
34
• Additional processes /
steps / functions
• Changed process
• Additional processes /
steps / functions
• Additional body?
• Additional roles / jobs
• Additional processes / steps
• Additional roles / jobs
• Additional bodies?
StrategyStrategy
CCoE end-state
CCoE capability framework components
Assessment Organisational structureOender Mete
Dir JSAP IT
Business Process Owners
Manager
NameFinance Business Process Owner
NameHR Business
Process Owner
NameDMS Manager
NameSupply Chain
Business Process Owner
NameSales Business Process Owner
NamePlanning Business
Process Owner
NameSnr DMS Consultant
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr APO Planner
NameSnr SPP Planner
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr Business Analyst
NameJnr Business Analyst
NameFinance Super
User Lead
NameFinance Super User
NameFinance Super User
NameFinance Super User
Super Users Manager
NameHCM Super User
Lead
NameHCM Super User
NameHCM Super User
NameHCM Super User
NameSupply Chain
Super User Lead
NameSupply Chain Super
UserName
Supply Chain Super User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSales Super User
NameSales Super User
NameSales Super User
NameCRM Super User
Lead
NameCRM Super User
NameCRM Super User
NameProcess Architect
Service Strategy & PlanningService Design
& DevelopmentService Transition Service Delivery & Operations CCoE
Strategy and Planning Lead?
Enterprise Architect
Strategy Manager
Financial Manager
Demand/Supply Manager
Service Portfolio Manager
PMO Manager
Func/Tech/Buss Virtual Team
CRN s & Projects on Requirement
NameSAP Functional
Specialists
NameBusiness Analyst
Release Manager
Test Manager
Training Manager
Service Catalogue Manager
Information Security Manager
Compliance Manager
NameProcess Owner
Innovator
Continuous Service Improvement Excellence
Service Delivery & Operations Buss
Program/Project Management
Service Design, Development and Transition Lead?
IT Steering Group (ISG)
Service Design Manager
NameTechnical Analyst
NameDeveloper
Change Advisory Board (CAB)
NameSales Super User
Lead
Note: This must be extended to all Functional
areas Phase 2
NameJnr Business Analyst
NameSnr Business Analyst
Note: This must be extended to all Functional
areas Phase 2
Name Outsource Enabling Manager
Name
Finance/Treasury/Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Outsource Application
Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Name Continuous
Service Improvement (CSI) Manager
Business Relationship
Manager
NameBusiness Relationship
Manager ALJACS
Name
NameBusiness Relationship
Manager ALJID
NameBusiness Relationship
Manager ALJLR
Help Desk Service Operations Support
Internal Lev 1
NameSAP Service
ManagerName
Service Desk Agent
NameService Desk Agent
NameService Desk Agent
NameService Desk Agent
NameAvailability Manager
NameCapacity Manager
NameService Level
Manager
Service Control
Service Management
NameIncident
Management
NameProblem
Management
SecondaryService Operations & Support
NameAsset Manager
NameService Continuity
Manager
NameConfiguration Management
NameChange
Management
Name SAP Infrastructure
Manager
NameBasis Lead (DBA)
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSAP Integration
Manager
NameIntegration Coordinator
NameIntegration Coordinator
NameSAP Landscape
Manager
NameSAP Capacity
ConsultantName
SAP Landscape Consultant
NameSystem
Performance Monitoring
NameSnr SP Consultant
NameSnr SP Consultant
NameNetwork Manager
NameNetwork Consultant
NameNetwork Consultant
OCM Manager
Service Operations & Support Internal Changes and Projects
Lev 3
Service Operations & Support Internal
Lev 0
Service Operations & Support Outsource Lev 2
NameKnowledge Manager
NameSAP Contract and
Licensing Manager
NameHR Manager
NameQuality/
Assurance Management
NameSourcing/Vendor/
Relationship Manager
NameRisk Manager
Legend
NameFinance Business Process Owner
Red outline = Phase 1 Roles
Color Fill = Combined Roles
No Color Fill = Individual Roles
*
*
No Red Outline/Color Fill = Phase 2 Roles
Access Manager
Innovation Manager
TowardsExcellence
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameDMS Manager
NameSnr DMS Consultant
Name Enabling Services
Application Manager
NameFinance/Treasury/
Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Business Services
Application Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Data Manager
Governance Tools and standards Processes
CCoE end-stateCCoE end-stateCCoE end-state
12
34
• Additional processes /
steps / functions
• Changed process
• Additional processes /
steps / functions
• Additional body?
• Additional roles / jobs
• Additional processes / steps
• Additional roles / jobs
• Additional bodies?
StrategyStrategy
CCoE end-state
CCoE capability framework components
Assessment Organisational structureOender Mete
Dir JSAP IT
Business Process Owners
Manager
NameFinance Business Process Owner
NameHR Business
Process Owner
NameDMS Manager
NameSupply Chain
Business Process Owner
NameSales Business Process Owner
NamePlanning Business
Process Owner
NameSnr DMS Consultant
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr APO Planner
NameSnr SPP Planner
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr Business Analyst
NameJnr Business Analyst
NameFinance Super
User Lead
NameFinance Super User
NameFinance Super User
NameFinance Super User
Super Users Manager
NameHCM Super User
Lead
NameHCM Super User
NameHCM Super User
NameHCM Super User
NameSupply Chain
Super User Lead
NameSupply Chain Super
UserName
Supply Chain Super User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSales Super User
NameSales Super User
NameSales Super User
NameCRM Super User
Lead
NameCRM Super User
NameCRM Super User
NameProcess Architect
Service Strategy & PlanningService Design
& DevelopmentService Transition Service Delivery & Operations CCoE
Strategy and Planning Lead?
Enterprise Architect
Strategy Manager
Financial Manager
Demand/Supply Manager
Service Portfolio Manager
PMO Manager
Func/Tech/Buss Virtual Team
CRN s & Projects on Requirement
NameSAP Functional
Specialists
NameBusiness Analyst
Release Manager
Test Manager
Training Manager
Service Catalogue Manager
Information Security Manager
Compliance Manager
NameProcess Owner
Innovator
Continuous Service Improvement Excellence
Service Delivery & Operations Buss
Program/Project Management
Service Design, Development and Transition Lead?
IT Steering Group (ISG)
Service Design Manager
NameTechnical Analyst
NameDeveloper
Change Advisory Board (CAB)
NameSales Super User
Lead
Note: This must be extended to all Functional
areas Phase 2
NameJnr Business Analyst
NameSnr Business Analyst
Note: This must be extended to all Functional
areas Phase 2
Name Outsource Enabling Manager
Name
Finance/Treasury/Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Outsource Application
Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Name Continuous
Service Improvement (CSI) Manager
Business Relationship
Manager
NameBusiness Relationship
Manager ALJACS
Name
NameBusiness Relationship
Manager ALJID
NameBusiness Relationship
Manager ALJLR
Help Desk Service Operations Support
Internal Lev 1
NameSAP Service
ManagerName
Service Desk Agent
NameService Desk Agent
NameService Desk Agent
NameService Desk Agent
NameAvailability Manager
NameCapacity Manager
NameService Level
Manager
Service Control
Service Management
NameIncident
Management
NameProblem
Management
SecondaryService Operations & Support
NameAsset Manager
NameService Continuity
Manager
NameConfiguration Management
NameChange
Management
Name SAP Infrastructure
Manager
NameBasis Lead (DBA)
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSAP Integration
Manager
NameIntegration Coordinator
NameIntegration Coordinator
NameSAP Landscape
Manager
NameSAP Capacity
ConsultantName
SAP Landscape Consultant
NameSystem
Performance Monitoring
NameSnr SP Consultant
NameSnr SP Consultant
NameNetwork Manager
NameNetwork Consultant
NameNetwork Consultant
OCM Manager
Service Operations & Support Internal Changes and Projects
Lev 3
Service Operations & Support Internal
Lev 0
Service Operations & Support Outsource Lev 2
NameKnowledge Manager
NameSAP Contract and
Licensing Manager
NameHR Manager
NameQuality/
Assurance Management
NameSourcing/Vendor/
Relationship Manager
NameRisk Manager
Legend
NameFinance Business Process Owner
Red outline = Phase 1 Roles
Color Fill = Combined Roles
No Color Fill = Individual Roles
*
*
No Red Outline/Color Fill = Phase 2 Roles
Access Manager
Innovation Manager
TowardsExcellence
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameDMS Manager
NameSnr DMS Consultant
Name Enabling Services
Application Manager
NameFinance/Treasury/
Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Business Services
Application Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Data Manager
Governance Tools and standards Processes
CCoE end-stateCCoE end-stateCCoE end-state
1 2 3 4
Operating model
CCoE governance & organisationOperating model
Business end user
Business transformation Business operations
Business & IT governance SLA
Business / customer management
Business relationship management
Service planningBusiness alignment & business programmes
IT strategy
Innovation management
Demand & portfolio management
Technology planning
Enterprise architecture
EA governance
EA planning
EA capability
Supplier relationship management
Project
initiation
Service developmentProgramme & project
management
Analyse requirements
Design service
Design solution
Build / configure solution
Test solution
Service delivery
Service management
Service level management
Service control
Service desk
Incident management
Problem management
Change management
Configuration management
Service operations & support
Security management
Capacity management
Availability management
Application management
Asset management
Service continuity management
Technology operations
Management services
Finance
Financial management
Management
Technology operations management
Assurance management
Knowledge management
HR
HR management
Service
introduction
Release management
Service introduction management
Commercial
services
Sourcing management
Internal process Outsourced process
CCoE / OCC operating modelEnd example
Oender MeteDir JSAP IT
Business Process Owners
Manager
NameFinance Business Process Owner
NameHR Business
Process Owner
NameDMS Manager
NameSupply Chain
Business Process Owner
NameSales Business Process Owner
NamePlanning Business
Process Owner
NameSnr DMS Consultant
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr APO Planner
NameSnr SPP Planner
NameSnr Business Analyst
NameJnr Business Analyst
NameSnr Business Analyst
NameJnr Business Analyst
NameFinance Super
User Lead
NameFinance Super User
NameFinance Super User
NameFinance Super User
Super Users Manager
NameHCM Super User
Lead
NameHCM Super User
NameHCM Super User
NameHCM Super User
NameSupply Chain
Super User Lead
NameSupply Chain Super
UserName
Supply Chain Super User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSupply Chain Super
User
NameSales Super User
NameSales Super User
NameSales Super User
NameCRM Super User
Lead
NameCRM Super User
NameCRM Super User
NameProcess Architect
Service Strategy & PlanningService Design
& DevelopmentService Transition Service Delivery & Operations CCoE
Strategy and Planning Lead?
Enterprise Architect
Strategy Manager
Financial Manager
Demand/Supply Manager
Service Portfolio Manager
PMO Manager
Func/Tech/Buss Virtual Team
CRN s & Projects on Requirement
NameSAP Functional
Specialists
NameBusiness Analyst
Release Manager
Test Manager
Training Manager
Service Catalogue Manager
Information Security Manager
Compliance Manager
NameProcess Owner
Innovator
Continuous Service Improvement Excellence
Service Delivery & Operations Buss
Program/Project Management
Service Design, Development and Transition Lead?
IT Steering Group (ISG)
Service Design Manager
NameTechnical Analyst
NameDeveloper
Change Advisory Board (CAB)
NameSales Super User
Lead
Note: This must be extended to all Functional
areas Phase 2
NameJnr Business Analyst
NameSnr Business Analyst
Note: This must be extended to all Functional
areas Phase 2
Name Outsource Enabling Manager
Name
Finance/Treasury/Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Outsource Application
Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Name Continuous
Service Improvement (CSI) Manager
Business Relationship
Manager
NameBusiness Relationship
Manager ALJACS
Name
NameBusiness Relationship
Manager ALJID
NameBusiness Relationship
Manager ALJLR
Help Desk Service Operations Support
Internal Lev 1
NameSAP Service
ManagerName
Service Desk Agent
NameService Desk Agent
NameService Desk Agent
NameService Desk Agent
NameAvailability Manager
NameCapacity Manager
NameService Level
Manager
Service Control
Service Management
NameIncident
Management
NameProblem
Management
SecondaryService Operations & Support
NameAsset Manager
NameService Continuity
Manager
NameConfiguration Management
NameChange
Management
Name SAP Infrastructure
Manager
NameBasis Lead (DBA)
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameSnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameJnr BASIS Consultant
NameJnr BASIS Consultant
NameSAP Integration
Manager
NameIntegration Coordinator
NameIntegration Coordinator
NameSAP Landscape
Manager
NameSAP Capacity
ConsultantName
SAP Landscape Consultant
NameSystem
Performance Monitoring
NameSnr SP Consultant
NameSnr SP Consultant
NameNetwork Manager
NameNetwork Consultant
NameNetwork Consultant
OCM Manager
Service Operations & Support Internal Changes and Projects
Lev 3
Service Operations & Support Internal
Lev 0
Service Operations & Support Outsource Lev 2
NameKnowledge Manager
NameSAP Contract and
Licensing Manager
NameHR Manager
NameQuality/
Assurance Management
NameSourcing/Vendor/
Relationship Manager
NameRisk Manager
Legend
NameFinance Business Process Owner
Red outline = Phase 1 Roles
Color Fill = Combined Roles
No Color Fill = Individual Roles
*
*
No Red Outline/Color Fill = Phase 2 Roles
Access Manager
Innovation Manager
TowardsExcellence
NameSolution Manager
Administrator
NameEnterprise Portal
Administrator
NameSnr Solman Consultant
NameJnr Solman Consultant
NameSnr EP Consultant
NameJnr EP Consultant
NameDMS Manager
NameSnr DMS Consultant
Name Enabling Services
Application Manager
NameFinance/Treasury/
Asset Manager
NameSupply Chain Team Lead
NameDBM Sales Team
Lead
NameBusiness
Intelligence & Business Objects
Team Lead
NameSnr FI/CO Consultant
NameJnr CO/Asset
Consultant
NameSnr CO/PA Consultant
NameJnr FI-AP Consultant
NameSnr Cash/Treasury
Consultant
Ahmed A Al GharibSnr MM Consultant
(NCP)
NameSnr MM Consultant
NameJnr MM Consultant
NameSnr EWM Consultant
NameJnr EWM Consultant
NameSnr DBM Sales
Consultant
NameJnr DBM Sales
Consultant
NameSnr VMS Logistcs
ConsultantName
Jnr VMS Logistics Consultant
NameDBM Service & Warranty Team
Lead
NameJnr DBM Service
ConsultantName
Snr DBM Warranty Consultant
NameSnr DBM Service
Consultant
NameSnr BW Consultant
NameSnr BW Consultant
NameSnr BOBJ Consultant
NameSnr BOBJ Consultant
NameHuman Capital Management
NameSnr Time Consultant
NameSnr OM/PA Consultant
NameSnr PAY Consultant
NameSnr PAY Consultant
NameSnr Travel Consultant
NameGRC Team Lead
NameSnr GRC Consultant
NameJnr GRCs Consultant
NameAPO & GATP Team Lead
NameSnr APO DP Consultant
Name Business Services
Application Manager
NameSnr GATP Consultant
NameJnr APO Consultant
NameCRM Team Lead
NameSnr CRM Consultant
NameSnr CRM Consultant
NameSnr CRM Consultant
Note: This must be extended to all Functional
areas Phase 2
Data Manager
SAP Primary CertificationRequired Items
Entails the acquisition, collection and management of all company and SAP related IT information from one or more sources and the distribution to the target group
Helps the customer to take advantage of innovations, when business requirements are not covered by SAP standard . customer COE knows about customer’s processes, tools and services to avoid SAP source code modification and is informed about innovations of SAP standard functional scope
Is focused on the customer’s internal contract and license management. Customer COE takes over the governance of the license audit process of all SAP systems within the company, including preparation, execution, reviewing of measurement results and ensures a smooth collaboration with SAP global
license auditing services
Is about the overall collaboration with SAP support in incident
and problem management, usage of SAP solution manager and support services offerings e.g. SAP automated checks
Information
management
Innovation /
influence SAP
development
Contract and
license
management
Support
options
Customer
CCoE
Customer
CCoE
Customer
CCoE
Customer
CCoE
Business unit
Business unitBusiness
unit
Events& forum
User groups
WEB
Chats
SUPPORT
System
System
User
User
IT Support
Customer Connection
Customer Engagement Initiative
Continuous Improvement
Innovation Improvement
Vision
SAPStandard Functional Scope